- Senior
- Optionales Büro in Toronto
At Flynn, it's not just a job, it's a career
Flynn Group of Companies, North America’s leading building envelope contractor is looking for a Helpdesk Manager to work at our Mississauga location.
The Help Desk Manager is responsible for managing the operations of the Help Desk and for leading and supervising larger team size. This position will monitor performance and provide guidance for timely and accurate solutions to support the achievement of organizational goals and objectives by using existing protocols and problem-solving skills.
This position will be part of IT department and reporting to the Director, IT Operations.
What we offer:
*Funded training and development program
*Subsidized in-house cafeteria and gym
*Dental and supplemental medical plan
*RRSP contributions
*Employee and Family Assistance Program
*Free parking and EV Charging facility
*Family Events and Flynn Fest
*Sports Sponsorship Program
*Rogers Preferred Program
*Perkopolis Retailer Discounts
Responsibilities:
*Manage and oversee the daily operations of the IT help desk, including ticketing system, incident management, and service level agreements.
*Lead direct reports, provide challenging assignments, training, and career opportunities. Hire, train, and supervise a team of technical support specialists to ensure excellent customer service and timely issue resolution.
*Develop and implement IT policies and procedures related to the help desk, ensuring compliance with industry standards and best practices.
*Monitor and report on key performance indicators (KPIs) to identify trends, areas for improvement, and opportunities for optimization.
*Collaborate with other IT teams, vendors, and stakeholders to ensure seamless integration of systems and applications.
*Stay up to date with the latest trends and developments in the IT industry, including new technologies and security threats.
*Provide technical support to end-users, including troubleshooting hardware and software issues, configuring systems, and resolving network connectivity problems.
*Manage the inventory of hardware and software assets, ensuring proper documentation, maintenance, and disposal.
*Promote self-service tools, automation, and the knowledge base as tools to improve service levels, end user satisfaction, and productivity.
*Ensure all technical resolutions are documented and organized in a knowledge base for easy end user reference.
Install a high-performance culture in the team with a focus on teamwork, service excellence and ownership for resolving customer issues
*Planning, structure and manage complex projects from start to finish
Managing budgets and resources related to technical support
What we are Seeking:
*7+ years of experience in hands-on IT support and troubleshooting
*3+ years of leading experience managing at least 3 specialists.
*Knowledge of ITIL and ITSM best practices and processes.
*Must possess thorough knowledge of computer systems, Information Technology (IT) components including Windows Operating systems, Microsoft Office suite, Apple iOS and mobile devices
*Experience with Local Area Networks (LAN), Wide Area Networks (WAN) and Virtual Private Network (VPN).
*Strong customer service and time management skills, with the ability to work effectively in a dynamic, and fast-paced environment.
*Flexibility to work weekends and after hours for IT projects/maintenance (on occasion).
*Experience building onboarding and offboarding experiences in partnership with People Operations.
*Solid relationship management and performance management skills.
*Priority tasks and requests management
*Exceptional written and oral communication skills.
Nice To Haves
*Bachelor's degree in MIS/CIS, Computer Science or equivalent professional experience.
*Industry certifications such as CCNA, MCITP, MCSA, MCSE, VCP, Cloud+, Security+ preferred.
Flynn Group of Companies, North America’s leading building envelope contractor is looking for a Helpdesk Manager to work at our Mississauga location. The Help Desk Manager is responsible for managing the operations of the Help Desk and for leading and supervising larger team size. This position will monitor performance and provide guidance for timely and accurate solutions to support the achievement of organizational goals and objectives by using existing protocols and problem-solving skills. This position will be part of IT department and reporting to the Director, IT Operations. What we offer: *Funded training and development program *Subsidized in-house cafeteria and gym *Dental and supplemental medical plan *RRSP contributions *Employee and Family Assistance Program *Free parking and EV Charging facility *Family Events and Flynn Fest *Sports Sponsorship Program *Rogers Preferred Program *Perkopolis Retailer Discounts Responsibilities:*Manage and oversee the daily operations of the IT help desk, including ticketing system, incident management, and service level agreements. *Lead direct reports, provide challenging assignments, training, and career opportunities. Hire, train, and supervise a team of technical support specialists to ensure excellent customer service and timely issue resolution. *Develop and implement IT policies and procedures related to the help desk, ensuring compliance with industry standards and best practices. *Monitor and report on key performance indicators (KPIs) to identify trends, areas for improvement, and opportunities for optimization. *Collaborate with other IT teams, vendors, and stakeholders to ensure seamless integration of systems and applications. *Stay up to date with the latest trends and developments in the IT industry, including new technologies and security threats. *Provide technical support to end-users, including troubleshooting hardware and software issues, configuring systems, and resolving network connectivity problems. *Manage the inventory of hardware and software assets, ensuring proper documentation, maintenance, and disposal. *Promote self-service tools, automation, and the knowledge base as tools to improve service levels, end user satisfaction, and productivity. *Ensure all technical resolutions are documented and organized in a knowledge base for easy end user reference. Install a high-performance culture in the team with a focus on teamwork, service excellence and ownership for resolving customer issues *Planning, structure and manage complex projects from start to finish Managing budgets and resources related to technical support What we are Seeking:*7+ years of experience in hands-on IT support and troubleshooting *3+ years of leading experience managing at least 3 specialists. *Knowledge of ITIL and ITSM best practices and processes. *Must possess thorough knowledge of computer systems, Information Technology (IT) components including Windows Operating systems, Microsoft Office suite, Apple iOS and mobile devices *Experience with Local Area Networks (LAN), Wide Area Networks (WAN) and Virtual Private Network (VPN). *Strong customer service and time management skills, with the ability to work effectively in a dynamic, and fast-paced environment. *Flexibility to work weekends and after hours for IT projects/maintenance (on occasion). *Experience building onboarding and offboarding experiences in partnership with People Operations. *Solid relationship management and performance management skills. *Priority tasks and requests management *Exceptional written and oral communication skills. Nice To Haves *Bachelor's degree in MIS/CIS, Computer Science or equivalent professional experience. *Industry certifications such as CCNA, MCITP, MCSA, MCSE, VCP, Cloud+, Security+ preferred.
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Flynn Group of Companies is the leading trade contractor in North America that works on virtually every aspect of a building’s outer layer, including Roofing, Glazing, Waterproofing, and Architectural Metals. The foundation of our award winning success is having the right people on our team.
We are also highly active and committed to creating an environment which is accessible to all of our customers, employees and applicants. Reasonable accommodations in the hiring process will be provided to people with disabilities upon request.
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